In today’s automotive retail environment, the service lane is emerging as a critical touchpoint for building lasting customer relationships, driving operational efficiency, and supporting dealership profitability. The 2025 Cox Automotive Digitization of Car Buying report underscores the importance of extending digital experiences beyond the initial sale, helping dealerships foster loyalty and improve business outcomes.
Digital Tools Enhance Customer Engagement
Customers increasingly expect to interact with dealerships through digital channels—including scheduling service appointments, checking in on arrival, and receiving updates while service is in progress. When these tools are available, service teams can handle more vehicles efficiently, and dealerships benefit from increased productivity and higher revenue per repair order.
Personalization and Flexibility Matter
A key trend is the ability for customers to choose how they receive updates about their vehicle’s service, whether by phone, email, or text. The use of multimedia messaging, including video, can lead to faster approvals for additional service recommendations, often within minutes. This flexibility helps create a more satisfying and transparent customer experience.
Connecting Sales and Service
Digital solutions that integrate across different dealership functions create a more cohesive experience for customers. This helps dealerships create a smooth handoff between sales and service, keeping customers engaged throughout their ownership journey and supporting repeat business and referrals.
The Role of AI and Automation
AI and automation are also shaping the service lane experience. These technologies help dealerships deliver more personalized communications and streamline routine tasks. For example, AI-driven insights can enable fixed ops marketing teams to provide tailored offers and updates, while automation can speed up approval processes and reduce wait times for customers.
By leveraging data from multiple sources, these tools help anticipate customer needs and ensure that repetitive tasks, such as appointment confirmations and status updates, are handled quickly and accurately.
How Your Dealership Benefits from Digitization
- Customers who use digital tools for service tend to be more satisfied and spend less time waiting.
- Dealerships see faster approval times and greater transparency when using multimedia messaging.
- Integrating digital solutions across sales and service functions supports higher customer retention and lifetime value.
The service lane is no longer just about maintenance—it’s a strategic opportunity for dealerships to build lasting relationships. By adopting digital solutions that prioritize convenience, flexibility, and transparency, dealerships can meet evolving customer expectations and drive better business results.
Expand Your Knowledge
To find out more about how your service department can be more customer-friendly and efficient, read More Profitable Service Experiences Need a Better Service Platform.
